Customer Service Representative

About the Company: Go Lime Inc. is more than an HVAC company – we are a community that values our employees' well-being and growth. We foster continuous learning through tailored training and development opportunities and prioritize career advancement with a focus on internal mobility. Our inclusive culture, which champions diversity and offers competitive benefits, is underpinned by a belief in the power of employee voice, ensuring a workplace where every individual is heard and valued. About the role: We are seeking an organized and with a keen eye for detail Customer Service Representative to support the Dispatch Operations Manager, and coordinate end to end processes in compliance with operational business practices for installations. The Customer Service Representative will act as a safety control to ensure that service calls, pre- and post-inspections, and installation flow are smooth and follow operational process & procedure. The ideal candidate will play a critical role in mitigating risks through identifying trends and potential breakdowns in process and resolve issues or escalate them in a timely manner. Main Job Tasks, Duties and Responsibilities Check availability and order equipment/parts from suppliers. Monitor warranties to ensure applicable refunds are applied. Ensure service technician is well prepared and equipped with a full address service history to complete the service call/next installation (i.e. pictures, work orders, relevant account details). Upload ESA documents to the portal. Monitor damage claims and secure contractors as per company process. Organize post inspections and follow-up reporting, as well as provide reports on service repeat rates and trends as per company process and reporting guidelines. Review previous calls to ensure all inquiries/cases are closed off or followed up with appropriate documentation. Track pre- and post- inspections from start to finish to ensure service level timeline and process compliance. Coordinate installations and secure equipment within all areas 72 hours prior to scheduled installation, to secure schedule integrity & installer availability. Plan and coordinate all “install scheduled” orders with attention to detail and accommodating any agent request. Create schedules in advance ensuring technician and equipment availability. Assign the technician with the right skillset to attend unconventional installations. Manage any special instructions wit attention to detail and communicate any necessary information to the tech in advance. Communicate with Sales Managers and obtain the required information to successfully complete installations within the scheduled date and time. Identify issues and risks as they arise and inform the appropriate parties with urgency. Core Competencies Excellent communication skills, both written and verbal Strong organizational skills with ability to multitask Strong judgement & problem solving Collaborate effectively within a team Act in a professional manner Responsible & Reliable Fast learner and detail oriented Excellent work ethic Ability to work well under pressure and in a fast-paced environment Strong customer service skills (internal & external customers) Open-minded – capable to listen and understand different points of view and open to receive feedback. Must be available to work different shifts as required by the business. Technical Competencies Administrative skills Microsoft office literate (i.e. Word, Excel) Strong computer skills with the ability to type at least 40 words per minute Experience working in Call Centre environment/Dispatch/Service group is an asset

Location: North York, CA

Posted Date: 10/5/2024